Technical Support Lead

Job Title: Lead - Technical Support

Location : Mumbai/ Gurgaon/ Bangalore

Work mode : 5days WFO with Rotational Shift

Job Summary: We are seeking a highly skilled and motivated Lead - Technical Support to oversee our technical support operations. The ideal candidate will be responsible for managing the internal IT Support team, ensuring the efficient resolution of technical issues, improving support processes, and enhancing customer experience. This role requires strong leadership, problem-solving abilities, and excellent communication skills to drive process improvements and maintain high service levels.

Roles and Responsibilities:

Team Management:

Lead and manage a team of technical support engineers, providing guidance, mentorship, and performance evaluations.

Assess team skills and performance, identifying areas for improvement and providing necessary training.

Establish best practices throughout the technical support process.

Develop and implement strategies to enhance team efficiency and customer satisfaction.

Ensure compliance with SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for service delivery.

Recruit, train, and retain top technical support talent.

Encourage continuous learning and development within the team.

Customer Management:

Plan, develop, implement, and improve processes to meet business needs and SLAs.

Facilitate seamless onboarding of customers and vendors/suppliers by guiding the team and mitigating technical challenges.

Handle and manage customer escalations, providing necessary feedback and action plans to both internal teams and stakeholders.

Establish and maintain best practices for troubleshooting, documentation, and customer interactions.

Traffic/Platform Management:

Manage Quality of Service (QoS) and oversee technical and commercial aspects of ILD (International Long Distance) and International traffic for all clients.

Maintain supplier connections and troubleshoot issues to ensure high availability and performance.

Identify and implement improvements in coordination with internal teams for quality enhancement and revenue growth.

Process and Technology Optimization:

Monitor and analyze support metrics to identify improvement areas.

Drive continuous improvement initiatives, including automation and knowledge base enhancements.

Stay up to date with industry trends, emerging technologies, and best practices in technical support.

Work closely with cross-functional teams, including Engineering, Product Management, and DevOps, to resolve complex technical issues efficiently.

Required Qualifications, Skills, and Experience:

Educational & Professional Qualifications:

BE/B.Tech in Computer Science, Information Technology, or a related field.

Minimum 5 years of experience in technical support or IT operations, with at least 2 years in a managerial role.

Technical Skills:

Hands-on experience with Advanced Linux commands and SQL queries.

Strong background in networking, software troubleshooting, and system administration.

Experience working with ticketing systems, CRM tools, and support automation solutions.

Knowledge of scripting languages and automation tools is a plus.

Soft Skills & Leadership Abilities:

Strong analytical and problem-solving skills, with a customer-centric mindset.

Excellent communication, leadership, and interpersonal skills.

Ability to handle high-pressure situations and manage multiple priorities effectively.

Task-oriented and well-organized, with the ability to prioritize and multitask.

Team management skills with strong supervisory and leadership abilities.

Why Join Us?

Opportunity to lead and shape a high-performing technical support team.

Work in a dynamic and fast-paced environment with cutting-edge technologies.

Be a key player in enhancing customer experience and optimizing support processes.

If you are passionate about technology, leadership, and customer service, we would love to hear from you!